The Activity defined in this tab is used in User > Queues > Customer Service > Queue Activity tab to define activities for selected Queue Definition which in-turn is used in Customer Service > Queue Assignments tab to track the updates from call activity results.

1. In the Activity Definition section, Click Add. You can also perform any of the Basic Operations mentioned in Navigation chapter. A brief description of the fields is given below:

   Table 3-79 Activity Definition

   Field	Do this
   Activity Code	Select the activity code from the drop-down list. The list displays pre-defined activity codes which are enabled as part of QUEUE_ACTIVITY_TYPE_CD lookup code maintained in the system.
   Description	View the description of activity code.
   Action	Select the Action for the activity from the drop-down list. The list displays all the customer service call actions available in the system.
   Result	Select the appropriate Result for the action from the drop-down list. The list is sorted with results based on the action selected.
   Activity Expiry Days	Specify the number of days after which the activity has to expire (i.e. status set N). An activity code in N status can be used to associate new action for tracking.
   Enabled	Check this box to enable the activity.

2. Perform any of the Basic Actions mentioned in Navigation chapter.